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Tuesday US Admin Office Hours (CS Platform): June 25, 2024 - 1pm PT / 2pm MT / 3pm CT / 4pm ET - Pre-session Thread

  • 25 June 2024
  • 6 replies
  • 89 views

Hello everyone!

This thread is for our upcoming Tuesday Admin Office Hours session on Tuesday, June 25, 2024 at 1pm PT / 2pm MT / 3pm CT / 4pm ET.

Please submit your questions below as replies to this post in advance if you can, and we'll address them during the session (or if there’s a quick answer available, we’ll post as replies to the questions).

There is no need to register for these sessions - you can join at any time. Once the session is underway, I will go in order of questions posted below first, then field questions from anybody else who has joined as well. Look forward to talking with you!

Conference Details (Zoom):

Tuesday, June 25, 2024 at 1pm PT / 2pm MT / 3pm CT / 4pm ET

 

Join Zoom Meeting:

https://gainsight.zoom.us/j/96758098131?pwd=Z2ZyTDRYVzJGMDdsV20vWWxXRGcydz09

 

Meeting ID: 967 5809 8131

Passcode: 678844

 

For dial-in info by your location, find your local number: 

https://gainsight.zoom.us/u/azzeidOTB

6 replies

SaritDUC
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Hi @sdrostgainsightcom 
Rolling question from last Office hours session (that we did not have time for) and additional error issue please

Scorecard
Running into a few issue with a dedicated scorecard we created - not sure if we are just not applying best practices or if it is a GS limitation - would like to review: 
(1) Need to filter to have this new scorecard only accessible for a certain product line  → Created new fields on company object to apply the product line(String) and status that are  relationship object 
→ the only way we found to map it (from the relationship object to the company object) was by creating rules - is this the way to do it? or is there a better less complex way? 
(2) once we applied that criteria on the dashboard it automatically assigned that new scorecard to accounts that matched the criteria - we did not create a rule or trigger an action to do that - and actually want it to be a manual assignment by the CSMs.
is this the way the system should behave? if so, Is there a way to stop that?
if its not the way it should behave - How do I check why this happened and how do I change it? 



NPS Survey - failed to send
I get an error:

Survey not configured properly in survey step , step Name : Survey Email, stepId : Action_5.

For some NPS participants. Not sure what that error means or how to fix it. 
need assistance please. 

Thank you. 


 

C

Please disregard - TIL about the Activity Attendee object! 🤦

 

Hi Scott,

Heard from my CSM it was your birthday yesterday, so happy belated birthday! 🎂

I’m implementing a new scorecard, and one set of measures is meant to measure the engagement of different champion types (i.e. Executives, IT, HR, etc.). We’re logging Champion Type on the Company Person object and capturing external attendees via Timeline Activities, but I can’t figure out how to build a rule to load this data to the scorecard measures.

Thank you as always,

Chae

 

anitat
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Hi Scott, I’m troubleshooting an issue I noticed with a Salesforce connector job that syncs users from Salesforce to Gainsight.

Issue: In User Management, when I filter for users with Full licenses and sort by Modified Date, there are several users who have Modified Dates that don't match up with the latest (or any) run of the Salesforce User Sync scheduled job. This job last ran yesterday so most users have a Modified Date of 6/24/24. Some of these users don’t have Salesforce accounts or aren’t active, so I wouldn’t expect them to sync. However there are two (Jacob and Leah) I can’t figure out.

Summary of action taken so far - I’m stumped as to why these two users aren’t syncing:

  • Verified the users meet the filter criteria of [User Type = Standard AND Active = True]

  • Verified the match criteria of [User ID] - This was odd because User ID in Salesforce is not the same as 18 Digit User ID but I spot checked and found all users, syncing and not syncing, have 18 digit IDs in Gainsight

  • Checked the activity log - One user (Jacob) didn't appear at all. The other user (Leah) has her email associated with several different usernames for integration purposes, but the Salesforce ID in Gainsight matches the record where her email matches her username, so I would expect that to sync over.

L

We’d like our TAMs to have People Maps for all their assigned accounts, but we understand that it will need a lot of legwork. Do we have a way to create and assign a template of People Maps so it makes it easier for them to “plug and play”?

M
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Hi! I’m having a Company Sync issue. Error: GSOBJ_1012 : Invalid/Inactive value provided for picklist. [Field Name: equivalent_service_package__gc] at row number 2458

This is after adding a field in Connectors 2.0 - Salesforce External Connection

J
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Hello. In the context of cloning customer accounts, I need to understand…

[a] The purpose of these fields to determine if they should be cloned or not. What information and/or functionality am I losing if I don’t clone the values?

  • Activity Timeline.External Id
  • Activity Timeline.Score Details
  • Activity Timeline.GS Relationship Id
  • Call to Action.Relationship
  • Call to Action.Rule Action Id
  • CS Task.Relationship
  • Relationship.GS Ingestion Source (blank for cloned records which is strange)
  • Relationship.Trend

[b] I understand the purpose of the [Activity Comments] object. The Timeline UI in C360 appears to display these records in order of created date or modified date, not sure which. But if I clone the records, I have no control over the values of Created Date or Modified Date in the cloned records. This is likely to result in comments in the cloned Timeline entry displaying in a different order than in the original Timeline entry. Is there a solution to this?

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